The Villas at Northville Hills Condominium Association Co-Owner Values Assessment J U L Y 3 0, 2 0 0 9
Table of Contents 2 Background Executive Summary Assessment Findings Financial and Risk Management Rules Landscape and Grounds Architecture, Maintenance and Security Culture and Communication Action Items Appendix
Background Why do a co-owner value assessment? 3 I believe that co-owner satisfaction is an important measure of the association's effectiveness. I would value ongoing surveys on coowner priorities and satisfaction. Disagree 5% Neutral 22% Agree 43% Strongly Agree 30% I believe co-owner priorities should impact the Board of Director's investments and action plans. Disagree 3% Neutral 5% Agree 41% Strongly Agree 46% 60% 50% 40% 30% 20% 10% 0% Disagree Neutral Agree Strongly Agree As an un-elected Board of Directors, we needed to know what is important to you. We achieved a 31% response rate (28% is considered a valid sampling set.) We identified clear direction in regard to what co-owners value and how they would prioritize further investments. As a result, the Board plans to follow this survey up with another one conducted just prior to our annual meeting in January.
Executive Summary What we agree on 4 76% of co-owners are proud of The Villa s and satisfied with the services provided by the Association. 92% of co-owners believe their buildings are well maintained throughout the community, but have concerns regarding the turnaround time for building maintenance work orders. Co-owners are generally comfortable with the Association s financial management, but would like to more information provided on a regular basis. Most co-owners understand the rules, the variance process and feel they are in substantial compliance Co-owners value our newsletters and encouraged us to enhance communications by adding an Association website. Most co-owners believe that The Villa s extensive trees and shrubbery are a key to sustaining their property value. There is strong support for key Association amenities. There is significantly less support for the value of the Villa s shared tennis court access, as well as adding additional amenities. I am proud of our condominium development and satisfied with the services provided by our condominium association. Strongly Agree 27% Agree 49% Disagree 8% Neutral 16% I believe buildings are well maintained throughout our community. Disagree 3% Neutral 0% Agree 70% Strongly Agree 22% No Answer 5%
Background Where co-owners expressed significant concerns 5 The association fairly administers its rules. Strongly Disagree 19% Disagree 24% Neutral 16% Agree 22% Strongly Agree 11% No Answer 5% I believe that association social activities adequately represent the interests of our residents. Strongly Disagree 3% Disagree 27% Neutral 27% Agree 38% Strongly Agree 3% I believe that the association is effective in maximizing security throughout our community. Strongly Disagree 3% Disagree 22% Neutral 32% Agree 30% Strongly Agree 11% 43% of Association co-owners expressed concern regarding the way the Association administers its rules. 30% of co-owners indicated that they did not feel that Association social activities adequately represented their interests. 25% of co-owners do not believe the Association is effective in maximizing the community s security. Almost 20% of co-owners have concerns with current ground maintenance.
Co-owner Value Assessment Findings 6 Financial and Risk Management Rules Landscape and Grounds Architecture, Maintenance and Security Culture and Communication
Financial and Risk Management Co-owners are generally comfortable with the Association s financial management, but would like to more information. 7 I understand the financial condition of the association. Disagree 11% Neutral 16% Agree 32% Strongly Agree 16% Need More Information 14% No Answer 11% Our association's reserve strategy is appropriate. Disagree 3% Neutral 27% Agree 46% Strongly Agree 14% Need More Information 8% Our association's operating expenses are lower than I would expect. Strongly Disagree 5% Disagree 19% Neutral 46% Agree 19% Strongly Agree 3% Need More Information 5% Most co-owners indicated that they understand the Association s financial condition; 60% indicated that they supported the Association s long term savings plan for major expenses. Having said that; there is a high level of interest from co-owners who would like more information regarding the Association s financial condition. As a result, the Board plans to provide co-owners access to ongoing reports regarding both the Association s financial condition, as well as our key strategies for optimizing their investment in Association dues.
Financial and Risk Management Some co-owners are willing to volunteer their time to keep Association dues low 8 Our association's dues are a good value. Strongly Disagree 8% Disagree 5% Neutral 19% Agree 43% Strongly Agree 19% I would be willing to work with the association's Board of Directors to improve our community. Strongly Disagree 5% Disagree 24% Neutral 27% Agree 30% Strongly Agree 11% I would be willing to volunteer to assist in the association's business operations or maintenance activity to keep our expenses -- and co-owner dues -- LOWER. Strongly Disagree 8% Disagree 38% Neutral 16% Agree 19% Strongly Agree 14% 62% of co-owners stated they thought our Association dues were a good value. 41% of co-owners expressed a willingness to work with the association to improve our community. 33% of co-owners said they would be willing to volunteer to assist the Association and keep co-owner dues lower. Having said that, there were minimal volunteers (2 to 4 per committee) willing to participate as Committee members. As a result, the Board will develop and implement a comprehensive strategy to leverage non-committee volunteerism to improve our community and keep co-owner dues low.
Rules Most co-owners understand the rules, the variance process and feel they are in substantial compliance 9 I understand the association's rules. Disagree 5% Neutral 14% Agree 57% Strongly Agree 22% I understand the association's rule variance request process. Disagree 8% Neutral 8% Agree 62% Strongly Agree 19% I believe that I am in substantial compliance with all association rules. Disagree 3% Neutral 8% Agree 59% Strongly Agree 30% Please provide us with any other input on your perspective regarding the association's rules and enforcement practices that you feel strongly about: Some concern in the past, but no complaints based on RECENT experience. Likes clean look -- garage door down, no play stuff out ANYWHERE. Obvious conern is how the new Board is going to monitor and enforce the Association's rules and bylaws. Some are petty. Some rules difficult or impossible to enforce (i.e. no guests at pool, height of flowers). Some variances should be approved as long as neighbors approve and conditions are met (i.e. bird feeders) Garbage "guidelines" enforced as rules. Living near the pool, I would strongly value a more "country club" approach (rule and structure) to support quiet and peaceful living. Trash rules should be amended and replaced by guidelines that are published bi-annually. Rules should be reviewed and amended to allow some individuality and flexibility. Ongoing parking violations compliance lasts about 2 weeks. Once a variance is approved - all co-owners should be approved. Rules should respect people as well as property and be reasonably enforced. Would be willing to review and amend rules. Coach the rules through newsletterd according to season and via website. Rules should be reasonable and enforceable -- without inspections and policing. Enforcement should be the result of co-owner concern. The 1 and 1/2 month wait for variance approval makes a return of purchased items impossible in the event of I liked the ideas that the Board talked about at our transition meeting, and Terri's previous experience should help. Timely efficient process with very clear guidleines. DVD with examples of what is acceptable --- or website. Common protocals that would require a variance. This is a co-owned community -- All co-owners had the opportunity to review and agree with the by-laws prior to purchasing at the Villas. Our expectation is for all co-owners to comply with the by-laws. Guidelines should be issued annually to Co-owners as a "reminder"
Rules Administration and enforcement of rules is a significant homeowner concern 10 I would like the association to review and update the association's rules. Disagree 16% Neutral 27% Agree 27% Strongly Agree 24% Need More Information 3% Strongly Agree 11% Agree 22% The association fairly administers its rules. No Answer 5% Neutral 16% Strongly Disagree 19% Disagree 24% The association provides reasonable flexibility to rules through the variance process. Board administration of rules was identified by 33% of co-owners as a major concern. Strongly Disagree 14% Disagree 22% Neutral 24% Agree 30% Strongly Agree 5% 51% of co-owners voiced their support for a review an update to Association rules. 36% of co-owners encouraged the Board to provide more flexibility in regard to rules and the variance process. As a result, the Board plans to do a comprehensive evaluation of the rules and a business process review of the variance process.
Landscape and Grounds Most co-owners believe that The Villa s extensive trees and shrubbery are a key to sustaining their property value. 11 I highly value the trees and shubbery throughout our development. Strongly Disagree 3% Disagree 0% Neutral 0% Agree 41% Strongly Agree 57% I support active maintenance in our existing trees and shubbery. Disagree 0% Neutral 0% Agree 41% Strongly Agree 59% I support ongoing investment in enhancing our trees and shubbery. Disagree 0% Neutral 11% Agree 38% Strongly Agree 49% 98% of co-owners highly value the trees and shrubbery throughout the development. 100% support active maintenance for this significant asset. 87% support ongoing investment in enhancing our trees and shrubbery As a result, the Board plans to continue the previous Board s focus on this area.
Landscape and Grounds A significant number of co-owners have concerns with current ground maintenance 12 I believe our landscape and grounds are well maintained. 40% 35% 30% 25% 20% 15% 10% 5% 0% Strongly Disagree Neutral Agree Strongly Agree Disagree Series1 3% 16% 22% 38% 22% I highly value active grounds maintenance throughout our development. Disagree 0% Neutral 3% Agree 38% Strongly Agree 59% I support ongoing investment in irrigation of our landscape and grounds. Disagree 0% Neutral 5% Agree 38% Strongly Agree 51% Need More Information 5% 97% of co-owners highly value active grounds maintenance and 89% actively support ongoing investment. Having said that, almost 20% do not believe the grounds are well maintained. As result, the Board plans to continue its focus on this key area of co-owner satisfaction and develop a comprehensive remedial action plan, working closely with our grounds maintenance contractor. The Board acknowledges that the vast majority (80%) of co-owners did NOT express concern regarding grounds maintenance and therefore does not plan to make significant investments in this area, beyond budgeted expenses.
Axis Title Architecture, Maintenance and Security Co-owners believe that building maintenance work orders can be handled more expeditiously. 13 I know how to request maintenance when I identify a problem. Disagree 5% Neutral 8% Agree 57% Strongly Agree 24% I am satisfied with my interactions with Kramer-Triad, our association management company. Disagree 16% Neutral 22% Agree 35% Strongly Agree 16% I understand how to interact with Kramer-Triad, our association management company. Disagree 8% Neutral 22% Agree 49% Strongly Agree 19% Although co-owner s are very satisfied with the Association's building maintenance, 21% expressed concerns regarding the way work orders are processed. 27% of co-owners expressed concerns regarding their interactions with the Association s property management company. As a result, the Board will evaluate the business process that supports these work orders, as well as develop a more automated mechanism for expediting the process. I believe work orders for building maintenance are handled expeditiously. 50% 40% 30% 20% 10% 0% Disagree Neutral Agree Strongly 5% 8% 14% Moderate 16% 22% 30%
Architecture, Maintenance and Security Security is an ongoing concern, and many co-owners want the Association to do more 14 I believe that the association is effective in maximizing security throughout our community. Strongly Disagree 3% Disagree 22% Neutral 32% Agree 30% Strongly Agree 11% I believe there are many more things the association should do to maximize security. Strongly Disagree 3% Disagree 19% Neutral 32% Agree 27% Strongly Agree 16% Co-owners clearly communicated their concerns about our community s security initiatives. 43% believe the Association need to do more in this area. As a result, the Board will develop and implement a comprehensive security plan into the Architectural and Building Maintenance and Security Committee s agenda.
Architecture, Maintenance and Security There is strong support for existing Association amenities 15 I value the association's pool and sundeck. Strongly Disagree 3% Disagree 11% Neutral 11% Agree 43% Strongly Agree 32% I value the association's clubhouse and work-out equipment. Strongly Disagree 5% Disagree 11% Neutral 11% Agree 41% Strongly Agree 32% I value the association's access to the tennis court. Strongly Disagree 19% Disagree 14% Neutral 24% Agree 27% Strongly Agree 14% 75% of co-owner s expressed active support for the Association s pool and sundeck 73% expressed active support for the clubhouse and workout equipment. There is significantly less support for The Villa s shared tennis court access. As a result of these views, the Board plans to look for high impact, low cost ways of enhancing the pool and sundeck, as well as the clubhouse and workout equipment.
Architecture, Maintenance and Security While co-owners are not enthusiastic about adding additional amenities, many would like to accommodate younger residents 16 I would value the following new amenity (e.g. clubhouse patio area, playscape, basketball hoop, picnic area): Modest playground; Adjustable Basketball Hoop Playground, Picnic Area, Garden Benches Oppose playscape, basketball hoop & picnic area. Concerned that any new amenities would add cost to maintenance, liability, et. Against installation of street lights. Not in favor of new amenties. Enalrge club house -- social activities are growing in atttendance. Strongly believe pool clubhouse improvements -- specifically patio Strongly believe we should enlarge meeting area. Street lights Basketball hoop, playscape, expand clubhouse. Playscape, basketball hoop. Strongly support clubhouse patio area, playscape, picnic area and basket ball hoop Support playscape, basketball hoop, benches, and picnic area. A path or walkway brom Broadmoor to pool Basket Ball Court Playscape, Picnic Area Patio Area, Playscape, Picnic Area. Great to accommodate all families and age groups. WE NEED TO IMPROVE/REPLACE PUTTING GREEN Garden Patio -- west of clubhouse - enclosed -- to enlarge the space for social events. I would want more information on any plans to add amenties. 7% 18% I would value the following new amenity: 7% 4% 4% 4% 26% 30% No Additions Playscape Basketball Hoop Picnic Area Expanded Patio/Clubhouse Pathway to Existing Amenties Benches Street Lights 30% of those co-owners responding to our question regarding what if any new amenity would they value stated they would not support any new investment. 26% stated they would like to see the Association add a playscape. 18% expressed support for a basket hoop/court. A number of other ideas were provided, but did not generate significant mass of support.
Culture and Communication Co-owners value our newsletters and encouraged us to enhance communications by adding a website 17 I value receiving a regular association newsletter. Disagree 3% Neutral 5% Agree 54% Strongly Agree 38% I would value an association website if it provided current information on association activities. Disagree 16% Neutral 19% Agree 38% Strongly Agree 24% I would value an association website if it provided a convenient method of communicating my concerns and suggestions. Disagree 14% Neutral 22% Agree 38% Strongly Agree 24% 92% of co-owners actively supported the Association s newsletter. The majority of our co-owners would value an Association website that provides information on association activities and provides a method of communicating concerns and suggestions. As a result, the Board will put a high priority on co-owner communication, providing support for the Association s newsletter and development of an Association website.
Culture and Communication Co-owners value social events, but are not sure they should be funded by Co-owner Association dues 18 I value and participate in association social activities. 46% 14% 5% 13% 22% Strongly Disagree Disagree Neutral Agree Strongly Agree I believe the culture within our community supports my lifestyle and interests. Disagree 11% Neutral 24% Agree 43% Strongly Agree 14% Need More Information 5% I would support additional association social activities. Strongly Disagree 8% Disagree 14% Neutral 41% Agree 32% Strongly Agree 3% 60% of co-owners indicated they value and participate in Association social activities. Having said that, only 35% of co-owners would support additional activities. Many co-owners commented separately in the survey (we didn t think to ask the question) that they were not comfortable with Association dues being used to pay for these events. As a result, the Board will continue to help coordinate and facilitate Association social activities, but will consider asking participants in these functions to pay for them. I would value the following ideas for new and/or different social events: Children based social events and/or incorporation of children and activities to current /ongoing events Pool, Halloween and Easter events for children. Card clubs, book club -- additional social activities should be added for kids and singles. Progressive dinner, Halloween Trick or Treat, Speakers and special interest topics. Catered winter brunch, mixed bowling, golf league or scramble, road rally Perhaps more than 3 happy hours in ayear -- Do you think a suggestion box would be useful? I think we should get out of the "social activity" business and get "back-to-basics": MAINTENANCE AND PROTECTING PROPERTY VALUE. Social events should NOT come out of the budget for all co-owners. Annual meeting should be during a period of time when most co-owners are in town (October). Annual community garage sale, annual October Social activitiees should be paid for by attendees and not by HOA funds. Social events should be paid for independently -- not out of association dues. Not all residents attend or want to attend. I beieive social events should be funded by attendees - and not association dues. Social events should NOT come out of the budget for all co-owners.
Action Items Financial and Risk Management Provide co-owners access to ongoing reports regarding both the Association s financial condition, as well as our key strategies for optimizing their investment in Association dues. Develop and implement a comprehensive strategy to leverage non-committee volunteerism to improve our community and keep co-owner dues low. Rules Conduct a comprehensive evaluation of the rules and a business process review of the variance process. Landscape and Grounds Continue focus on ground maintenance and develop a comprehensive remedial action plan, working closely with our grounds maintenance contractor. The Board acknowledges that the vast majority (80%) of co-owners did NOT express concern regarding grounds maintenance and therefore does not plan to make significant investments in this area, beyond budgeted expenses. Continue focus on enhancing The Villa s trees and shrubbery. Architecture, Maintenance and Security Evaluate the business process that supports work orders, as well as develop a more automated mechanism for expediting the process Develop and implement a comprehensive security plan into the Architectural and Building Maintenance and Security Committee s agenda. Look for high impact, low cost ways of enhance the pool and sundeck, as well as the clubhouse and workout equipment. Evaluate potential options for installation of a playscape and basketball hoop/court. Culture and Communication Provide support for the Association s newsletter and development of an Association website. 19 Help coordinate and facilitate Association social activities, but consider asking participants in these functions to pay for them.
Appendix 20
Board of Directors Organizational Structure 21 President Chuck Lund chuck.lund@gmail.com Architecture Committee Liaison Vice President Terri Klimek Treasurer Nancy Chu-Meyers Secretary Linda Zaddach Director Todd Ewers terriaklimek@yahoo.com nchumeyers@yahoo.com linda_zaddach@yahoo.com tewers@tollbrothersinc.com Rules Committee Liaison Financial Management Landscape & Grounds Committee Liaison Record Management Culture and Communication Committee Liaison Board Member at Large Toll Brothers Liaison
Committee Responsibilities 22 Rules Rule Review and Revision Communication of Rules Variance Requests Violations and Enforcement Landscape and Grounds Glenn Legacki, Chairman Flowers Trees and Shrubbery Grounds Maintenance Irrigation and Utilities Streets and Walks Storm Water Architecture, Maintenance and Security Kerry Duncan, Chairman Building Repair Painting Roof Maintenance Warranty Coordination Security Support Amenities Clubhouse Tennis Courts Culture and Communication Social Activities Newsletters and Announcements Co-Owner Survey Website (planned)